My article for tekom’s Intelligent Information blog on Artificial Intelligence and chatbots in technical communication has now been published. It is also available as a PDF on the Cherryleaf website.
Subscribers to Cherryleaf’s online courses can now take them using their iPhone, iPad, or iPod touch, plus the Teachable iOS app.
Here’s how you can download the iOS app:
- Visit the Apple App Store on your compatible IOS device (requires iOS 9.3 or later).
- In the App Store, search for, “Teachable Online Courses”.
- Click the cloud icon to download the app on your device.
- After downloading, open the app.
- On the login screen, enter the email address and password associated with the student account you’d like to access. This is the same email address and password you use to log into our courses through the web browser on your computer.
- When you log in, you’ll see all the Cherryleaf school you’re account is associated with, along with the specific courses you’re enrolled in.
Here is a pdf document we’ve created – a primer on chatbots in technical communication. It is based on a post we’ll be publishing on tekom’s Intelligent Information blog:
It seems likely artificial intelligence (AI) and AI-driven chatbots will play a key role in helping users in the future. So what does this mean for technical communicators and for User Assistance?
This podcast is based on an article we’ll be posting to tekom’s Intelligent Information blog. The article is currently out for review, and it should be published in the next two weeks.
The podcast has three chapters, or parts:
- What are chatbots?
- Making a chatbot
- What does this mean for technical communicators and for User Assistance?
See the Cherryleaf Podcast for podcasts on similar topics.
This week, the Institute of Scientific and Technical Communicators published a book, called Current Practices and Trends in Technical and Professional Communication. Cherryleaf’s Ellis Pratt is one of its co-authors.
“Technical and professional communicators are experts in making complex systems and worlds understandable to those who need to access them. However, both the concepts we are communicating about and the tools we are communicating with are changing at a rapid pace. To communicate effectively, we need our own knowledge and understanding to remain current, identifying best practice and learning from the experience of others.
Current Practices and Trends in Technical and Professional Communication is a valuable source of collective knowledge from our community of practice. Experienced practitioners and innovators (from the UK and international) are sharing what they know for the benefit of both the communicator and the end user.
The topics in the book cover important issues affecting the work we do (including globalization, localization and accessibility), and the tools and processes we can use to resolve some of the issues we encounter. Changes in technology are described, and ways of harnessing that technology are identified, including both current and future possibilities.
Whether you work in relative isolation, as the sole technical or professional communicator in a multidisciplinary team, or with other technical or professional communicators, you will find plenty in this book that is thought-provoking, interesting and useful.”
Our latest podcast – a round up of recent news in technical communications.
It seems likely Artificial Intelligence (AI) and chatbots will play a key role in helping users, in the future. Amazon, Facebook, Google, IBM and Microsoft, as well as smaller technology companies, are all developing platforms for simulating an intelligent conversation with human users.
This raises a question:
Will chatbots mean we’ll write a how-to task in the chatbot app, again in the Help, and again in the tutorials?
It’s not very productive to write the same content three times, in three different places. It makes even less sense if you need to update the content on a regular basis, or translate that repeated content into multiple languages.
One solution is to store different types of data in its native format until it is needed, and then serve that information to the AI or chatbot system. You write the content once, and “serve” it to the chatbot, the online Help, the tutorial, and so on.
This requires that content to map accurately to the chatbot’s information structure – the use cases; the user’s intent, role and sentiment; and the entity (i.e. the problem and product) that relates to the user’s question.
As a technical communicator, this means you can start by making sure your content is in a structured format. For example, it has metadata (and uses a taxonomy) that will help the AI system or chatbot know which piece of information to serve the user. This includes common metadata such as product, symptom, problem, version, user role and operating system. It may also include new metadata relating to responses based on the user’s current mood (“sentiment”), and the context in which the question is made to the chatbot.
This approach makes it more likely that your documentation will AI and chatbot ready, at the time when it’s needed.
Tryo Labs has published a useful summary of the different approaches and technologies you can use for creating chatbots. See: Building a Chatbot: analysis & limitations of modern platforms.